Written by three top scholars of service-sector management, this book seeks to provide leaders with a road map for the design and delivery of winning services in the years to come. The authors begin by reviewing their own foundational work, testing the durability of concepts they've helped develop, such as customer and employee value equations and the service profit chain. Then they move on to look at every aspect of optimal service leadership. The book concludes with a look at the challenges and trends that will shape service leadership in the future.